Salesforce Launches Einstein 1 Field Service Edition

The new package is designed to enhance technician productivity

CRMLatest News

Published: March 15, 2024

James Stephen

Salesforce has announced its new Einstein 1 Field Service Edition package that will help to increase technician productivity and operational efficiency.

The CRM giant believes field service teams will be able to use this Einstein 1 edition to be better prepared for onsite visits and execute more effectively on the day, while supporting continuous customer engagement.

Using AI and real-time data, the solution provides technicians with summaries of unified knowledge, such as past appointment data, product manuals, asset history, and essential customer information, improving first-time-fix rates and converting field service appointments into a potential for revenue.

The Einstein 1 Field Service Edition includes Einstein Copilot Beta uses generative AI to create work summaries and pre-work briefings, as well as answer questions. Users will also be able to leverage Data Cloud, Appointment Assistant, Slack, Visual Remote Assistant, and Einstein Copilot for Mobile Workers.

Taksina Eammano, EVP & General Manager of Field Service, outlined some of the benefits of the new GenAI solution: “Unlike office workers, field technicians have long been on their own to address projects and resolve issues without real-time views of things like asset condition, maintenance, and repair history.

“Now, with Einstein 1 Field Service Edition, technicians have access to trusted technologies like AI and automation together with their enterprise data from the field to get jobs done right the first time, driving both productivity and revenue.”

According to a Salesforce survey of more than 8,000 customer service agents and leaders from around the world, 78 percent of top-performing field service companies would consider implementing AI to be more productive, increase margins, lower service times, and raise first-time-fix rates.

Moreover, 45 percent of service organisations in general are already using AI and 58 percent of them have implemented workflow and process automation capabilities.

Einstein 1 Field Service Edition Features

Alongside its generative AI technology, Einstein 1 Field Service Edition utilise Data Cloud to unify data into a single place and allow users to leverage AI and automation. Mobile workers can now use a real-time view of their critical data to proactively schedule appointments and maintain equipment with reduced downtime. Manufacturing companies could use data from their machinery like the temperature, vibration, pressure, and oil levels to stop breakdowns from occurring via automatically triggered alerts.

An Appointment Assistant lets customers self-schedule appointments, see when mobile workers are heading to their location, and make direct contact if necessary.

Slack can also be used to help field service professionals increase the number of first-time-fix rates by connecting with coworker to take advantage of their expertise and resolve problems more quickly.

The Visual Remote Assistant allows agents or remote technicians to see what customers can see to create a more personalised experience without needing to travel to a customer’s home.

Finally, Einstein Copilot for Mobile Workers enables technicians to generate job summaries using an AI assistant so they can review and share with customers at the end of a field visit to improve efficiency and productivity.

Earlier this month, Salesforce unveiled Einstein 1 Studio, giving admins and developers the tools to customise and embed AI through all Salesforce apps and workflows.

The previous week, Salesforce launched its new virtual assistant in beta directly within the company’s AI CRM applications and assures users of unprecedented data integration.



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